IT Service Desk Analyst

Job title:

IT Service Desk Analyst

Company

EMCOR

Job description

Duties/ResponsibilitiesLocation: Eastleigh HybridSalary: Up to £37,500 DOEWorking hours: 08:00am – 16:00pm & 10:00am – 18:00pm shifts Monday – Friday 35 hours per week. On call 18.00 – 21.00 weekday nights and 10.00 – 16.00 on weekends/bank holidays paid OTBenefits: Benefits: 25 Days Holiday + BH, Company Sick Pay, Flex Benefits (EMCOR UK discount scheme)Security Clearance requiredAbout EMCOR UK:At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to “create a better world at work”. Using our unique insight platform, “One Data World,” we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business.The IT Service Desk Analyst provides a key 1st point of contact for all internal customers, with incidents and requests made to the IT Service Desk through phone calls, email or the IT request portal.
The role encompasses the ownership, co-ordination and resolution of any issue or request received into the department.
A wide and comprehensive level of technical ability and awareness is required to cover the areas of support provided by the team.Duties/responsibilities/accountabilities/deliverables

• Customer Service: Provide exceptional customer service, ensuring a positive experience for all users and offering clear communication during the troubleshooting process.
• Technical Support: Provide timely and accurate IT support to internal users via phone, email, chat, or portal for hardware, software, network and access related issues.
• Incident Management: Diagnose and resolve technical issues, documenting resolutions in the ticketing system to ensure consistent problem-solving and knowledge sharing.
• Ticket Management: Ensure that tickets are assigned to the correct SLA based on their priority.
• SLA Adherence: Ensure tickets achieve their documented SLA’s while proactively managing open issues.
• User Assistance: Assist users with software installations, upgrades, and configurations, ensuring compliance with IT policies and best practices.
• Troubleshooting: Troubleshoot and resolve hardware issues including desktops, laptops, printers, and peripheral devices, all based in a Windows based environment with 3rd party & in-house built applications.
• Escalation Management: Escalate unresolved issues to higher-tier support teams or specialized personnel when necessary and track resolution progress.
• Documentation: Create and maintain IT documentation, updating the IT knowledgebase with detailed customer-facing documentation to a high standard, ensuring an increasing portion of tickets are resolved using the KB while streamlining the troubleshooting process.
• System Access and Security: Assist with user account management, including password resets, account provisioning, and permissions within security guidelines.
• Asset Management: Provides the management & distribution of mobile, computing, & software assets based on approved requests from the business, while maintaining the asset database and updating key IT asset information.
• Administration: Provide efficient administration, including order management, dealing with 3rd party suppliers, asset tracking and ad hoc reporting.

Resource responsibilities

• Direct or indirect reports – None
• Financial responsibility – None
• Management and distribution of mobile, computing and software assets via an approval management process

Person SpecificationEducation:. As a minimum, a foundation knowledge of ITIL v3 or v4
Experience: Previous IT support, service desk, or help desk environment.
Technical Skills:
Familiarity with operating systems (Windows 11, Android OS, IOS).
Proficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.).
Experience with Active Directory, Office 365, and basic networking concepts (DNS, DHCP, VPN).
Knowledge of IT ticketing systems (e.g., ServiceDesk Plus And/or ServiceNow) is preferred.
Experience with remote desktop tools (e.g., TeamViewer) is a plus.
Soft Skills:
Strong communication and interpersonal skills.
Excellent problem-solving and analytical abilities.
Ability to prioritise and manage multiple tasks effectively.
Customer service-oriented attitude with a focus on user satisfaction.
Able to work on their own initiative, within established procedures and as part of a team.At EMCOR UK, we embrace and celebrate diversity in all its forms.We welcome applicants from all backgrounds and experiences, regardless of age, race, gender, sexual orientation, religion, disability, or any other characteristic that makes you unique. We believe that a diverse and inclusive workforce fosters creativity, innovation, and better problem-solving.We encourage applications from all candidates and are committed to providing equal opportunities for employment and growth, supported by our inclusive policies and practices.Join us in our endeavour to build a culture of mutual respect and equity, a place where every voice is heard, and every individual is championed.Join us in building a better world at work.Benefits

• 25 days holidays + Bank holidays

• Holiday Buy Scheme – up to 5 days
• Industry leading Maternity & Paternity Policies Real Living Wage Employer
• Refer a Friend scheme

• Extensive Learning & Development opportunities – including opportunities for progression.
• Discount Shopping, Gym, Days Out
• Bike To Work Scheme
• Medicash – Health cash plan – Benefits covered include dental, optical, physiotherapy and a health & wellbeing.
• Employee Assistance Programme – Offering guidance and advice on Personal, Health, Legal and Financial queries.
• Occupational Health – Making a positive change to Health & wellbeing at work.
• Various Rewards & Recognition Awards
• x11 RoSPA Awards for Health & Safety achievements in 2022
• Order of Distinction Award for our Aldermaston account team (for 15 consecutive RoSPA Gold Awards)
• Stable employer with long-term prospects on the contract

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Expected salary

£37500 per year

Location

Eastleigh, Hampshire

Job date

Sun, 16 Mar 2025 03:02:59 GMT

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